Professional customer service

22-23.06.2020

Warsaw

1900 PLN + TAX

Marcin Mańka

Expert

As the only presenter, psychologist, soft competence trainer, and coach in Poland, he combines professional education and experience in such a unique way.

WEducation: psychology (3 schools) and law. 17 years as a presenter (for example in: Radio ZET, TVP 1, Polsat).

Business and work experience in managerial positions (sales, relations). Conducting international events and conferences. Very rich training experience.

Nearly 70 reference letters from the world’s largest corporations such as Coca-Cola, Oriflame and PWC.

EXPERIENCE AND EDUCATION

Education: psychology, law, psychological training school, international icf coach certificate, one-year acting course, during doctorate,
conducting training and consulting projects for the largest companies, cooperation with international consulting companies in the field of HR, as well as conducting many prestigious events (of European and global rank), including international meetings of prime ministers, scientific and economic,
he conducted a unique research on a global scale, which showed that the image of the employee translates into the perception of the company,

over 17 years of experience working in the media, radio (Radio ZET, Roxy FM, Radiostacja), and above all in television (TVP 1, TVP Info, Polsat, TTV), Currently – host of Studio LOTTO, and a juror in Polsat tv show Make Me Over – Great Change, expert psychologist in television programs, among others Pytanie na Śniadanie,
business and work experience in managerial positions.

MEDIA EXPERIENCE

Expert psychologist in television programs, among others Pytanie na Śniadanie,
Juror in Polsat tv show Make Me Over – Great Change,
Host of Studio LOTTO
Presenter on Radio Zet
Presenter on TTV television – “Sunny Morning” program

Presenter on TVP 1 (programs „Za kulisami jedynki”, „Wypasiona zima”, „Quadrans Qltury”, „Studio oprawy TVP1”)
Hosting the Opole 2009 festival studio
Lector – Telewizja Polska S.A., TVN Warszawa
Presenter on Radiu Roxy FM
Presenter on Polsat television (programs Quizmania, Halo Kasa).

EVENTS

Czech and Polish Business Mixer.
During the film festival in Karlovy Vary, I was the host of Prime Ministers of Poland and the Czech Republic meeting with entrepreneurs interested in investing in both countries. The main topic of talks: development of economic relations. I was conducting formal and less formal meetings.
„Airtec Frankfurt – International Trade Fair for Aerospace Suppliers”
One of the most important events in the world associating suppliers of aerospace solutions. Hosting the “Get together evening”.
„Future Internet Week”
International conference related to the Presidency of the Council of the European Union. Hosting all main meetings.
Coca- Cola Leadership Conference 2017
Together with Ula Chincz, I was running a gigantic conference for Coca-Cola HBC. Language: English.
Final Gala of the European Competition entitled: “Discover e-volunteering”
A cultural event for closing the European Volunteer Year 2011, included in the Programme of Presidency of the Council of the European Union. Organisations from 19 countries of the EU took part in this event.
Final Gala of the “Dobroczyńca Roku 2011” (Philanthropist of the Year) Competition
The biggest and longest-operating competition promoting pro-social activities of companies in Poland. The Gala took place at Marriott Hotel in Warsaw. The audience included business elite members from Poland.
Discovery Channel conferences
Conducting meetings with the biggest Discovery Channel stars, including: Bear Grylls, Dynamo magician (3 meetings in Poland). Language: Polish / English.

Presentation of the Autumn 2016 Discovery Networks schedule – special guest of Bear Grylls
Conducting an international presentation of the schedule for Dicovery Chanel. Language: Polish / English.
National Campaign entitled “Tornister Pełen Uśmiechów” (Backpack Full of Smiles)
Editions in 2009, 2010, 2011, 2012 organised by Caritas Polska and TVP1. Hosting press conferences and finale concerts with performances of the biggest Polish musicians.
90th EOS International Congress
The biggest European meeting of orthodontists organised every year in a different country. 5 years of preparations, 5 days of the Congress, & 2,500 participants from 72 countries.
42nd Meeting of the Polish Association of Neurosurgeons – Deutsche Gesellschaft fur Neurochirurgie
An international meeting of the top neurosurgeons at Collegium Maius in Lublin.
Malaysian Palm Oil Networking Seminar Warsaw 2015
International conference relating to work on introducing sustainable palm oil farms.
Winning & Learning together in Warsaw
International development conference of Coca-Cola HBC.
Launching the first 5G network in Poland T-Mobile.
A historic moment, many important guests from Poland and the world. Language: English

DESCRIPTION

The way we are treated is what irritates us the most and makes us give up the services of a given company or stop shopping in a given store. Unreliability, failure to keep deadlines, lack of openness in communication, attempts to conceal difficult topics, sometimes a lack of normal courtesy – all of these affect the perception of the entire company. In turn, courtesy, veracity, punctuality and sincere approach – even if there are problems or misunderstandings – inspire trust and evoke the customer’s attachment towards the brand. Even if the price for a service or product is higher, customers will gladly come back to such companies.

It all seems obvious. Nevertheless, each of us can cite negative examples from our life related to small and large companies. During the training, you will learn what to do and how to it at each stage of the communication process with the customer, so that they can return to your company and become an ambassador of your brand unknowingly.

DO YOU KNOW?

how to build sympathy and trust through proper customer service?
how to make your customer come back?
what to do to let customers recommend you to others?

how to create a friendly ambience by means of appropriate communication?
how to properly communicate with customers over the phone?
how to build long-term relationships through proper customer service?

BUT ALSO

how to use social impact principles in customer service?
how to use assertiveness and set boundaries wisely?
how to deal with objections and reservations?

how to solve a conflict?
how to build the image of a trustworthy company by exercising professional customer service?
how to influence the emotions and attitude of customers in an ethical way?

Do you want to take care of your customer so that they will be happy to come back to your company? If so, take part in the training! Thanks to it

you will start

to take a professional approach to customer service, understanding the relationship between these activities and the perceptions and results of your company,
to take care of customers so that they can come back and promote your brand,
to skilfully reconcile kindness and firmness in contact with customers.

YOU WILL NO LONGER

acting in a short-sighted manner, thinking that the customer will come back anyway, and that the competition is asleep,
making mistakes by which the customer loses confidence in the company,
giving in to strong emotions that make it difficult to take appropriate steps in complicated situations.

YOU WILL DEVELOP

the ability to manage your behaviour in contact with customers,
the ability to influence the emotions of customers,
the ability to react flexibly in various situations related to customer service.

TRAINING PROGRAMME

Customer service – factors affecting the satisfaction of your customers.
Customer – find out who they and learn about his needs.
Communication with the customer – three levels of influence, or mechanisms of interpersonal communication based on the psychology of communication, psycholinguistics, and sociolinguistics.
Telephone customer service – work with voice.
Formal and informal relationships in professional situations.
Psychology of intentions in customer service.
Principles of the psychology of social impact in customer service.
Difficult situations in communication with customers. Setting healthy boundaries in relationships.
How to resolve a conflict? Methods of reaching compromises in a professional and private environment.
Objections, appeal and complaint.
Personal development programme based on coaching techniques and tools.